A brochure that explains how a robust LCM solution for Cisco Unified CCE empowers the Cisco UCCE dialer.

1.
List & Campaign Manager for Unified CCE
Dialer
Other features
Automate campaign runtime
LCM allows campaign run time to
be configured in multiple ways, like
set daily start and stop time for a
date range or for specific dates and
configure days of the week when
the campaign should not run.
Multi channel campaign
manager - e-mail & SMS
Support for e-mail and SMS as an
Some of the major Contact Center dilemmas are outbound channel.
• Increase revenue by contacting the right customer Enhanced dial plan for e-mail
• Make sure that customers are contacted through a communication LCM offers a very powerful dial
channel of their choice plan for the e-mail channel. Any e-
• Manage campaigns effectively mail failure scenarios like 'mailbox
size limit reached', 'invalid e-mail
Given these concerns, Contact Centers are carefully fine tuning their address' among others will be
campaigns to suit customer requirements. LCM helps Contact Centers fine captured by LCM as an inbound e-
tune these campaigns further and optimize outbound interactions. mail. It can analyze these inbound
e-mails and based on the failure
What is LCM? scenario apply the configured dial
List & Campaign Manager (LCM) is a tool which provides powerful list & plan on the corresponding contact.
campaign management capabilities for the Unified CCE dialer. It also offers
outbound capabilities for SMS and e-mail channels over the Unified CCE Enhanced multi modal
platform. behavior for e-mail & SMS
LCM supports multi modal behavior
Some of its prominent features are for the e-mail and SMS channel. If
an outbound e-mail fails for a
Auto scheduling of campaigns contact, the contact can be
– Specifies hours of operation each day switched to another channel like
– Specifies different hours of operation for specific days SMS in the dial plan.
– Specifies days of the week it should not run
– Specifies holidays across years Time zone management
Dial plan management Do-not-call list management
Scripting (for e-mail & SMS)
Strong historical reporting of
campaigns
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2.
– Offers multiple calling numbers, with different times of operation, to be
uploaded with individual contacts
– Offers contact life cycle with the dial plan
– Flexible to switch across channels within a dial plan for the same
contact
Business flow management
– Multiple business outcomes for each campaign are activated
– Dial plans for individual business outcomes to maintain contact
lifecycle are defined
–
Business benefits
• Maximizes yield from records
– Increases the number of
productive calls to
Contact selection customer
– Offers powerful contact selection algorithms based on market strategy – Enhances business returns
– Offers custom contact selection filters based on business parameters
• Increases customer contact
Multi channel contact management points
– SMS and e-mail channels are supported
– Marketing campaigns for SMS and e-mail can be executed – Customers can be
– Within a voice campaign contacts can be switched to SMS or e-mail contacted across multiple
channels if voice channel
Designing campaign-specific agent applications on the run fails
– CTI plug-in available on Cisco based screen pops to capture
business outcomes • Enhances customer experience
– Reduce customer
Open system architecture
abandonment and irritation
– Integrates with the Unified CCE platform over database
– Customers are contacted at
the right time and through
Pacing modes the right channel
– Voice using the Cisco Unified CCE enterprise dialer
– Progressive SMS
– Progressive e-mail (e-mail blaster also supported)
– Flexible to shift contacts across channels within the same campaign
as desired
LCM controller
– LCM controller, the administrative tool is used to configure and
upload contacts
LCM has been tested & verified to
be a compatible application with
Cisco’s Unified CCE (Contact
Center Enterprise) under the Cisco
Developer Network (CDN)
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3.
LCM has been awarded the IP Contact Center Technology Pioneer Other applications for Cisco
Award by TMC for 2009
• CTI SDK for Cisco Unified CCX
• Soft lock application for Cisco
IP phones
• LCM for Cisco Call Manager
Contact information
Phone: 609-945-3139
E-mail: sales@acqueon.com
support@acqueon.com
About Acqueon
Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction
Management (CIM) industry.
These products and solutions use business logic to deliver a distinctive customer experience by enabling
organizations to not just interact with their customers – but relate.
Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further
enhanced by rapid deployment.
Acqueon products and solutions handle millions of transactions every day at multiple sites and are
implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and
Education among others, in over 17 countries.
For more information, please visit www.acqueon.com
www.acqueon.com